Shaun Garner
Lincoln,US
Summary
Risk Operations, Consumer Risk, and Disputes Resolution Specialist with over 11 years of experience in financial transaction risk management. Expertise in dispute resolution and statistical analysis, utilizing LexisNexis and proficient in SQL and Microsoft Excel to deliver data-driven insights that enhance risk strategies and reduce fraud incidents.
Demonstrated commitment to fostering a collaborative environment, mentoring team members, and continuously improving compliance and risk detection processes. Experienced in project management, problem-solving, and customer service, with a strong focus on quality and success. Known for adaptability and a proactive approach in delivering effective solutions, while maintaining high customer satisfaction through strong communication and empathy. Reliable and adaptable, with excellent communication and problem-solving skills, dedicated to achieving positive outcomes through team collaboration.
Overview
2026
2026
years of professional experience
Work History
Risk Operations Agent
PayPal
02.2021 - 07.2025
- Executed comprehensive data reviews using SQL and Excel, enhancing decision-making processes by delivering actionable insights into risk trends.
- Managed between 300-5000 accounts per day
- Partnered with cross-functional teams (e.g., AML, compliance, high profile accounts, merchant services, OFAC) to implement risk management initiatives, fostering a culture of shared accountability and measurable improvements.
- Delivered multiple presentations pertaining to work-from-home trends, product knowledge, mental well-being, and best practices.
- Worked with IT in troubleshooting and resolving profile and other system issues.
- Maintained consistent adhesion to consumer protection regulations including Regulations E and CC.
- Conducted thorough investigations of allegations, providing precise recommendations that minimized potential risks and safeguarded organizational interests.
- Mentored new team members, cultivating a collaborative environment that bolstered staff development and contributed to overall team success.
Consumer Risk Specialist
PayPal
03.2019 - 02.2021
- Implemented advanced risk management strategies, achieving a significant reduction in fraud incidents and enhancing overall financial security.
- Conducted in-depth statistical analyses, uncovering key data trends that informed proactive risk mitigation measures and improved decision-making.
- Managed approximately 30-60 emails, chats, and outgoing calls per day.
- Developed and introduced new compliance evaluation processes, drastically reducing chargeback risks and ensuring adherence to regulatory standards.
- Fostered partnerships with cross-functional teams to refine fraud detection protocols, leading to improved accuracy in identifying suspicious activities.
- Demonstrated strong teamwork skills, actively contributing to a culture of accountability and shared responsibility within the risk management team.
- Delivered multiple presentations on tools, best practices, and merchant-sponsored events often misconstrued as fraud.
Dispute Resolution Specialist
PayPal
01.2018 - 03.2019
- Resolved complex disputes, enhancing client satisfaction and trust.
- Managed approximately 30-40 incoming calls and emails per day from customers.
- Conducted thorough analyses of dispute backgrounds, enabling tailored resolution strategies that addressed unique circumstances and needs.
- Coordinated with diverse teams to foster understanding, leading to effective resolutions and improved relationships among disputing parties.
- Implemented efficient processes, reducing resolution time significantly.
- Maintained comprehensive records of dispute resolutions, ensuring transparency and adherence to established guidelines for future reference.
- Provided guidance and support in team settings, promoting a collaborative environment that encouraged open communication and shared solutions.
Customer Support Specialist
Box Office Ticket Sales
02.2017 - 01.2018
- Assisted customers with ticket purchases, ensuring high satisfaction and efficient service.
- Managed approximately 50 customer calls and 20-30 venue communications per day.
- Handled daily customer inquiries, resolving issues promptly and maintaining positive relations.
- Processed transactions using POS, balancing systems daily and addressing discrepancies.
- Managed refunds and exchanges per policy, enhancing customer trust and retention.
- Collaborated with team for up-to-date venue info, improving customer experience.
Student Loan Advisor
Nelnet
07.2014 - 02.2017
- Guide students and parents on financial aid options, clarifying complex details for informed decisions.
- Reviewed and ensured accuracy in financial aid applications, maintaining compliance with standards.
- Processed and verified federal financial aid applications, adhering to Department of Education guidelines.
- Managed loan applications from submission to completion, assisting customers with necessary paperwork.
- Simplified technical financial information for applicants, enhancing understanding and engagement.
Data Entry Clerk
Advance Services, Inc.
2012 - 2013
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Scanned documents and saved in database to keep records of essential organizational information.
- Organized, sorted, and checked input data against original documents.
- Created and maintained data entry logs to track data entry activities.
- Improved database integrity by regularly updating records to ensure relevancy and accuracy of information.
Customer Service Representative
CDS Global
2011 - 2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted in troubleshooting concerning various magazine applications.
Electronics Associate
Walmart
2009 - 2010
- Coordinated promotional events that drove significant increases in foot traffic and product sales at retail locations.
- Demonstrated adaptability by quickly mastering new products, promotions, and retail systems as they were introduced.
- Trained retail staff on best practices for visual merchandising, enhancing overall store appearance.
- Implemented covert surveillance operations, leading to the apprehension of numerous shoplifters and organized retail crime suspects.
- Managed inventory of products and tools, ensuring availability for all appointments and retail sales.
- Increased sales with exceptional customer service skills while managing the retail portion of the business.
- Enhanced customer satisfaction by providing consistent and knowledgeable support for retail products and services.
Education
Bachelor of Science - Cyber Security
University of Phoenix
Phoenix, AZ01-2028
Associate's Degree - Information Technology
University of Phoenix-Arizona
Phoenix, AZ12.2024
Skills
- Data-driven analysis
- Behavioral observation
- Critical analysis
- Loss prevention techniques
- Proficient in SQL
- Proficient in Microsoft Office
- Providing mentorship support
- Cross-functional teamwork
- Experienced in effective listening techniques
- Effective written and interpersonal communication
LANGUAGES
English
Accomplishments
- Achieved $1M+ gross loss catch through effectively helping with unemployment and stimulus fraud trend reviews.
- Worked with high-profile accounts.
- Presented on fraud trends, venue and merchant promotions, tools, best practice reviews, and employee wellness.
Timeline
Risk Operations Agent
PayPal
02.2021 - 07.2025
Consumer Risk Specialist
PayPal
03.2019 - 02.2021
Dispute Resolution Specialist
PayPal
01.2018 - 03.2019
Customer Support Specialist
Box Office Ticket Sales
02.2017 - 01.2018
Student Loan Advisor
Nelnet
07.2014 - 02.2017
Associate's Degree - Information Technology
University of Phoenix-Arizona
Data Entry Clerk
Advance Services, Inc.
2012 - 2013
Customer Service Representative
CDS Global
2011 - 2012
Electronics Associate
Walmart
2009 - 2010
Bachelor of Science - Cyber Security
University of Phoenix
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